Membership Sales Specialist

Membership Sales & Revenue Generation

• Drive membership sales by converting walk-in customers, referrals, event visitors and qualified leads into paid members.
• Develop and execute customer engagement strategies to improve membership acquisition and conversion rates.
• Ensure achievement of monthly, quarterly, and annual membership sales targets.
• Monitor sales funnel performance and implement initiatives to improve enquiry-to-membership conversion.
• Identify opportunities for membership upgrades, renewals, referrals and cross-selling of company offerings.
• Ensure timely follow-up of all prospective members through structured engagement plans.

Guest Experience Management

• Design and deliver a premium customer experience across all customer touchpoints.
• Ensure every guest receives personalized assistance throughout their visit.
• Develop standardized guest engagement protocols and service excellence guidelines.
• Handle VIP customer interactions and critical customer concerns with professionalism.
• Monitor customer satisfaction levels and implement initiatives for continuous improvement.
• Ensure timely resolution of guest feedback and complaints.

Customer Relationship Management

• Build long-term relationships with members to improve retention and advocacy.
• Develop engagement activities for existing members to increase loyalty and referrals.
• Maintain accurate customer data and interaction history within the CRM system.
• Ensure structured communication throughout the customer lifecycle.

Team Leadership & Performance Management

• Lead, coach, and develop the Guest Relationship team to achieve business objectives.
• Set individual KPIs and monitor team productivity and customer engagement effectiveness.
• Conduct regular training on customer experience, hospitality standards, objection handling and membership sales.
• Foster a high-performance, customer-centric culture.

Sales Coordination & Business Support

• Coordinate with Sales, Marketing, CRM, Digital Marketing, and Projects for seamless customer journeys.
• Support marketing campaigns, events, launches, and promotional activities to maximize membership generation.
• Ensure effective lead allocation, follow-up and reporting.
• Track competitor offerings and recommend strategies to improve membership proposition.

Reporting & Analytics

• Monitor membership sales performance, conversion ratios, customer satisfaction and retention metrics.
• Prepare periodic business reports, dashboards, and management presentations.
• Analyze customer behaviour and recommend improvement initiatives.
• Drive process improvements through customer insights and data analytics.

Experience & Qualifications

• Master's / Bachelor's Degree in Business Administration, Hospitality Management, Marketing or equivalent.
• 10–15 years of experience in Customer Relationship Management, Hospitality, Membership Sales, Luxury Sales, Real Estate Sales or Customer Experience.
• Minimum 5 years of experience leading customer-facing or membership sales teams.
• Experience in premium real estate, hospitality, clubs, luxury retail or lifestyle businesses will be preferred.
• Proven track record of achieving membership or customer acquisition targets.
• Strong understanding of CRM systems, customer lifecycle management and service excellence.

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